酒店离店行李处理标准操作Guest Expectation 客人期望:I expect that the Bellman will come to my room to pick up my luggage promptly, and my luggage will be carefully handled.我希望服务员能迅速到我房间拿我行李，也希望我的行李被妥善安置Why is this task important for you and our guests?为什么该职责对你和我们的客人都很重要？Answers回答:1. We must provide a prompt and accurate luggage service to our guests.我们必须向我们的客人提供快捷、无误的服务2. Safety is one of the most important issues to our guests; we must ensure guest’s luggage is safe. 对我们客人而言，安全是最重要的问题之一；我们必须保证客人行李的安全3. Increase guest satisfaction.提高客人满意度。
4. Demonstrate my professionalism.展示我的职业水准STEPS步骤How / Standards标准1) Receive request and make record接到要求，做好记录Upon receiving a checkout request, the following information is required:1. Room number2. How many bagsIf storage is needed收到离店申请，需要以下信息:1. 房号2. 袋子数量是否需要储藏Log the “luggage down request” in the logbook. Concierge must note the following information in their Logbook. -Room Number -Departure Time -Number of pieces 在日志中记录“下行李申请” 礼宾部须在日志中提到以下信息： -房号 -离店时间 -行李数量2) Preparation准备The Bellman must arrive within 5 minutes of a call to collect bags. 行李员必须在收行李打来的5分钟内到达。
Give the guest an estimated time. 给客人一个估计时间If guest needs to store the luggage, verify space in the luggage storage room, retrieve appropriate ticket from the slot at the desk. Deliver the ticket to the guest room. 如果客人需要储藏行李，核实行李储藏室的空间，从桌边狭槽取出合适的行李标签送到客房Take a luggage trolley, if needed and proceed to the room. 如有必要，推一辆行李车到房间Luggage trolley must be polished and kept clean and shining. 行李车须擦亮，保持车的干净、光亮3) Collect luggage from room从房间收出行李Once at the door, knock and announce yourself. 到客房前，敲门，说明你是谁。
Upon opening the door, greet the guest by name and introduce yourself. 开门时，带着客人姓名问候客人并介绍你自己Good Morning/afternoon/evening my name is ……… I am here to collect your luggage. 早上好/下午好/晚上好我叫……名字我来收你的行李After entering the room, retrieve luggage as instructed by the guest. 进入房间后，按客人的指示收行李If storage has been requested, fill out the ticket as outlined above, ask guest to sign on the ticket and hand the guest his part of the ticket. 如果需要储存，按要点填写票据，让客人在标签上签字并把客人部分交给客人Take the luggage to the hotel lobby and store it in the appropriate storage section, or proceed to the hotel entrance for departure. 把行李带到酒店大厅，在合适的储存区放好行李，或者，推行李离店。
Summary questions:问题小结: 1. What information do we need to require prior to picking up luggage from a guest room?从客房取行李之前，我们需要哪些信息？2. Why do we need to give the guest an estimated time of pick up? 为什么我们要给客人一个估计的来取行李的时间？3. Why do we need to announce ourselves at the guest door? 为什么我们需要在客房门前告知我们是谁？。